Skip to main content
SpringerLink
Log in

Changes in the Level of Satisfaction and Passenger Preferences in Sustainable Public Transport

  • Conference paper
  • First Online:
Directions of Development of Transport Networks and Traffic Engineering (TSTP 2018)

Part of the book series: Lecture Notes in Networks and Systems ((LNNS,volume 51))

  • 286 Accesses

Abstract

Passenger satisfaction and preference surveys allow for assessing the quality of public transport operation from the point of view of passengers. One of the basic principles that should be followed by organizers of public transport is to achieve sustainable transport in urban areas by offering high-quality services and encouraging as many residents as possible to use this form of mobility. Technical, technological, innovative and quantitative changes introduced by organizers and transport operators are reflected in passengers’ perception of public transport services in urban areas. The aim of the article is to show that passengers begin to appreciate transport attributes such as the frequency and the duration of travels more than punctuality and the ability to travel without transferring at interchanges. In addition, the importance of direct interpretation of the quality gap of selected quality attributes by organizers and mass transport operators has been demonstrated.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 84.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 109.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  1. Dziadek, S.: Systemy Transportowe Ośrodków Zurbanizowanych. PWN, Warszawa (1991)

    Google Scholar 

  2. Stjernborg, V., Mattisson, O.: The role of public transport in society - a case study of general policy documents in Sweden. Sustainability 8(11), 1–16 (2016)

    Article  Google Scholar 

  3. European Commission: White Paper. Roadmap to a Single European Transport Area - Towards a Competitive and Resource Efficient Transport System. Publications Office of the European Union, Luxembirg (2011)

    Google Scholar 

  4. Jakobsson Bergstad, C., Gamble, A., Hagman, O., Polk, M., Garling, T.: Affective-symbolic and instrumental-independence psychological motives mediating effects of socio-demographic variables on daily car use. J. Transp. Geogr. 19(1), 33–38 (2011)

    Article  Google Scholar 

  5. Bryniarska, Z.: Competition tools in passenger transport in urban areas. In: Macioszek, E., Sierpiński, G. (eds.) Contemporary Challenges of Transport Systems and Traffic Engineering. LNNS, vol. 2, pp. 3–13. Springer, Cham (2017)

    Google Scholar 

  6. Drucker, P.F.: The Practice of Management. Harper Business, San Francisco (2006)

    Google Scholar 

  7. Transportation Research Board: Transit Capacity and Quality of Service Manual, 2nd edn. Transportation Research Board of the National Academy of Science, Washington (2004)

    Google Scholar 

  8. Parasuraman, A., Zeithaml, V.A., Berry, L.L.: A conceptual model of service quality and its implication for future research. J. Mark. 49, 41–50 (1985)

    Article  Google Scholar 

  9. Cronin, J.J., Taylor, S.A.: SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. J. Mark. 58(1), 125–131 (1994)

    Article  Google Scholar 

  10. Teas, R.K.: Expectations, performance evaluation and consumers’ perceptions of quality. J. Mark. 57(4), 18–34 (1993)

    Article  Google Scholar 

  11. Tyrinopoulos, Y., Antoniou, C.: Public transit user satisfaction: variability and policy omplications. Transp. Policy 15(4), 260–272 (2008)

    Article  Google Scholar 

  12. Nurul-Habib, K.M., Kattan, L., Islaam, T.: Why do the People Use Transit? A Model for Explanation of Personal Attitude Towards Transit Service Quality. https://trid.trb.org/view/880540

  13. Joewono, T.B., Kubota, H.: User perception of private paratransit operation in Indonesia. J. Public Transp. 10(4), 99–118 (2007)

    Article  Google Scholar 

  14. Stuart, K.R., Mednick, M., Bockman, J.: Structural equation model of customer satisfaction for the New York City subway system. Transp. Res. Rec. 1735, 133–137 (2000)

    Article  Google Scholar 

  15. Eboli, L., Mazzulla, G.: Service quality attributes affecting customer satisfaction for bustransit. J. Public Transp. 10(3), 21–34 (2007)

    Article  Google Scholar 

  16. Hensher, D.A.: Service Quality as a Package: What Does it Mean to Heterogeneous Consumers. https://trid.trb.org/view/698964

  17. Chica-Olmoa, J., Gachs-Sánchezb, H., Lizarragac, C.: Route Effect on the Perception of Public Transport Services Quality. http://ocs.editorial.upv.es/index.php/CIT/CIT2016/paper/viewFile/3515/1414

  18. Hensher, D.A., Stopper, P., Bullock, P.: Service quality-developing a service quality index in the provision of commercial bus contracts. Transp. Res. Part A 37, 499–517 (2003)

    Google Scholar 

  19. Dell’Olio, L., Ibeas, L., Cecín, P.: Modelling user perception of bus transit quality. Transp. Policy 17, 388–397 (2010)

    Article  Google Scholar 

  20. Eboli, L., Mazzulla, G.: A methodology for evaluating transit service quality based on subjective and objective measures from the passenger’s point of view. Transp. Policy 18, 172–181 (2011)

    Article  Google Scholar 

  21. Hill, N., Brierley, G., MacDougall, R.: How to Measure Customer Satisfaction. Gower Publishing, Hampshire (2003)

    Google Scholar 

  22. Eboli, L., Mazzulla, G.: A new customer satisfaction index for evaluating transit service quality. J. Public Transp. 12(3), 21–37 (2009)

    Article  Google Scholar 

  23. Starowicz, W.: Kształtowanie Jakości Usług Przewozowych w Miejskim Transporcie Zbiorowym. Uniwersytet Szczeciński, Szczecin (2001)

    Google Scholar 

  24. Zintegrowany System Taryfowo-Biletowy w Obszarze Aglomeracji Krakowskiej. Etap I - Badania Napełnień Pasażerskich w Pojazdach Komunikacji Miejskiej w Krakowie na Liniach Miejskich. Raport International Management Services Sp. z o.o. dla Zarządu Infrastruktury Komunalnej i Transportu, Kraków (2014)

    Google Scholar 

  25. Ciastoń, A., Sapoń, G.: Hierarchizacja Preferencji i Ocen Cech Jakości w Transporcie Zbiorowym na Podstawie Współczynnika W-Kendala. Transp. Miejski i Regionalny 2, 36–39 (2009)

    Google Scholar 

  26. Cronbach, L.J.: Coefficient alpha and the internal structure of tests. Psychometrika 16, 297–334 (1951)

    Article  Google Scholar 

  27. Korzhenevych, A., Dehnen, N., Bröcker, J., Holtkamp, M., Meier, H., Gibson, G., Varma, A., Cox, V.: Update of the Handbook on External Costs of Transport. Final Report for the European Commission DG Move, United Kingdom (2014)

    Google Scholar 

  28. de Oña, R., Eboli, L., Mazzulla, G.: Monitoring changes in transit service quality over time. Procedia – Soc. Behav. Sci. 111, 974–983 (2014)

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Faculty of Civil Engineering, Cracow University of Technology, Kraków, Poland

    Zofia Bryniarska

Authors
  1. Zofia Bryniarska
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Zofia Bryniarska .

Editor information

Editors and Affiliations

  1. Faculty of Transport, Silesian University of Technology, Katowice, Poland

    Elżbieta Macioszek

  2. Faculty of Transport, Silesian University of Technology, Katowice, Poland

    Grzegorz Sierpiński

Rights and permissions

Reprints and permissions

Copyright information

© 2019 Springer Nature Switzerland AG

About this paper

Check for updates. Verify currency and authenticity via CrossMark

Cite this paper

Bryniarska, Z. (2019). Changes in the Level of Satisfaction and Passenger Preferences in Sustainable Public Transport. In: Macioszek, E., Sierpiński, G. (eds) Directions of Development of Transport Networks and Traffic Engineering. TSTP 2018. Lecture Notes in Networks and Systems, vol 51. Springer, Cham. https://doi.org/10.1007/978-3-319-98615-9_1

Download citation

Publish with us

Policies and ethics

Search

Navigation